Director, Customer Success

For the past 25 years, Bullhorn has dedicated itself to building industry-leading, cloud-based software for the staffing and recruitment industry. Led by the original co-founder, partnered with private equity, and powered by seasoned leaders across a global workforce with an eye toward innovation, Bullhorn has had year over year growth, making it the market leader in the recruitment software space while allowing for new opportunities for over 29% of our employees to advance their careers in the past 12 months.

We are a remote-first organization and over 38% of our employees reside outside the United States. Headquartered in Boston, we also have offices in London, Brighton, Rotterdam, Frankfurt and Sydney (just in case you’re in the area to stop by). Whether you’re local or remote, our vision is to ensure every employee has a sense of belonging, a voice that is heard, and a clear path for success. Your incredible experience as an employee will consist of flexible work hours to ensure a positive work-life balance and use Zoom, Slack, and other tools to stay connected.

About the Role

Reporting to the Vice President of Customer Success, the Director, Customer Success will be responsible for managing and overseeing our global team of Bullhorn customers. The team is responsible for driving adoption, providing consultation & guidance and ensuring value realization post go-live for Bullhorn’s mid market and national field customers. Engagements require understanding customers’ business needs, Bullhorn solutions and experience to date, developing success plans and driving measurable impact (i.e. improvement in customer health, sentiment, optimization and retention).

A typical day will include...

• Holding the team accountable to key metrics including: engagement activities, customer sentiment, adoption health and risk mitigation execution.

• Creating and executing the strategic direction for the team and our customers including understanding core business problems, defining measures of success, providing appropriate solutions and opportunities for improvement through optimizing the Bullhorn ecosystem.

• Providing consultative guidance through your domain knowledge of our customers’ industries and BH solutions

• Solving complex problems and bringing a customer-centric perspective to solutions-oriented engagements

• Collaborating closely with cross functional teams to understand historical insights, broader customer strategy and longer-term customer roadmap

• Coaching team members on delivering quality customer engagements, being a consultative advisor to drive key business outcomes for customers

• Developing resources and process workflows to support effective engagements & outcomes - including customer facing impact statements to articulate the ROI of solutions. 

• Serving as an escalation point and Executive Sponsor for customers by engaging directly with customer leadership.

• Analyzing customer insights and trends to drive action and desirable outcomes in support of an incredible customer experience; accountable to gross retention within the field segment.

• Leveraging Gainsight to ensure visibility into customer health, active engagements, and opportunities for targeted interventions.

This role is a fit for you if…

• You have 5+ years leading and growing customer-facing teams with complex customers (services, consulting, customer success, implementations, account management, solution consulting)

• You have direct experience in a customer-facing role working with key external and internal stakeholders

• You have a deep understanding of the staffing industry & Bullhorn solutions.

• You excel at building cross-functional relationships and can collaborate across sales, services, product & support to drive a positive customer experience

• You are passionate about helping our customers get the most out of the products they have purchased

• You leverage data to drive decisions and actions

• You are motivated by building teams, developing processes and iterating for greatest impact

• You demonstrate strong coaching, interpersonal, communication and skills and a consultative approach to customer engagements

• You have the ability to develop operational processes & frameworks to deliver

• You have the ability to lead in an environment of high growth, ambiguity with the complexity of diverse product lines

• You understand organizational dynamics and management priorities, and are able to work effectively in a fast paced, results driven company

• You have the ability to travel to customer sites periodically as needed.

What we offer...

• Benefits eligibility effective DAY ONE including Medical, Dental, Vision, 401(k), 401(k) Match, and more
• Unlimited Planned Paid Time Off
• Global Mental Health Support
• On-Demand Learning & Development
• Quarterly paid volunteer days
• Lucrative Employee Referral Program (eligible for prior to your first day)
• Company-wide mentor program

Bullhorn's core purpose is to create an incredible customer experience, which starts with first creating an incredible employee experience. Our vision is for every employee to have a sense of belonging, a voice that is heard, and a clear path for success. We are committed to building diverse and inclusive teams, and our culture is shaped by our five core values: Ownership, Energy, Speed & Agility, Service, and Being Human.

We are a people-first culture where everyone’s contribution is valued and respected. We're looking for smart, forward-thinking individuals who aren't afraid to challenge the status quo and bring fresh perspectives to the table. If you're someone who thrives in a casual, yet fast-paced and agile environment, we'd love to have you join us.